Description

A centralized complaint registration system was developed to register complaints of Gujranwala WASA consumers through a single channel. Designed system focused on reducing communication gap between consumers and WASA authorities. Process re-engineering helped WASA to improve current lifecycle of complaint resolution to increase consumer satisfaction and monitoring of WASA employees. Auto generated alerts and reminders assisted WASA employees in management of their complaints. Improved evaluation metrics were introduced to evaluate performance of employees. Data was mined for useful insights that helped authorities in finding problematic areas along with emerging issues. System was developed to provide customized reports as well. A Dashboard for higher authorities was also designed to provide them with real time updates and monitoring control.

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